Mumbai, India

ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.

Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.

Game-changers, innovators, culture-lovers—and humankind.

We invite discovery and debate. We recognize key moments as milestones.

We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.

Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!

General Summary:

The Software Support Specialist I is responsible for assisting ConnectWise partners in diagnosing and resolving a partner’s product issues or questions related to our cybersecurity solutions. This role works with cross-functional teams to troubleshoot, fix, and document issues, getting partners back on track to having a positive experience with ConnectWise products.

Essential Duties & Responsibilities:

Monitor and manage a wide range of inbound support requests
Troubleshoot issues within the ConnectWise Security Platforms
Researches, analyzes, and documents findings
Interacts with partners to provide support via email, phone, chat, cases, and remote sessions
Contributes to written articles for internal and external knowledge base
Identifies and escalates situations requiring urgent attention to appropriate teams
Documents partner interactions, troubleshooting, and results clearly, concisely and accurately report customer feedback to the Engineering teams
Engages in the application of best practices per technical documentation and provides solutions based on diagnosis of the problem
Communicates new release features and improvements to our partners that better their experience

Knowledge, Skills, and/or Abilities Required:

Ability to work independently on projects and processes with close supervision
Awareness of key security terms like malware, phishing, ransomware, social engineering, and common attack vectors.
Ability to situationally adapt and understand new technology/processes as per partner requirement
Strong customer service skills
Excellent written and verbal communication skills
Strong interpersonal skills and willingness to work alongside multiple cross-functional teams
Organized and strong attention to detail
Preferred: Basic understanding of Networks, Operating Systems, and Security software.
Ability to clearly explain technical concepts to non-technical users

Educational/Vocational/Previous Experience Recommendations:

Bachelor’s degree in computer science, Information Security or relevant experience.
Preferred: 1+ years of experience working in a technical service-oriented position
Preferred: 1+ years troubleshooting Windows, Mac and Linux operating systems
Preferred: Entry level Cybersecurity certifications

Working Conditions:

Onsite/Hybrid/Remote depending on location
0-10% travel may be required

ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.

The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at [email protected] or 1-800-671-6898.

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